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Service Quality and Customer Patronage: A Study of Selected Commercial Banks Users in Anambra State

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Service Quality and Customer Patronage: A Study of Selected Commercial Banks Users in Anambra State


Okeke, Lawrence N | Okoye, Nonso J



Okeke, Lawrence N | Okoye, Nonso J "Service Quality and Customer Patronage: A Study of Selected Commercial Banks Users in Anambra State" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5, August 2021, pp.1281-1289, URL: https://www.ijtsrd.com/papers/ijtsrd45078.pdf

The majority of studies focused on determining the association between customer satisfaction with banking services and banks patronage without attempting to determine the drivers of customer patronage. The need to examine service quality and related components as predictors of client patronage of banks in Anambra State prompted this study. The study's population was limitless, and a sample size of 250 responders was calculated statistically. The questionnaire was used to obtain primary data. The hypotheses were tested using multiple linear regressions. The study found that service quality and price/cost variables have a significant influence on customers’ patronage of specific banks. Regular staff training and retraining is critical, especially because the study highlighted effective check-in/out as one of the factors. As well as proficient bilingualism, training in languages other than one's native tongue is essential.

Customer Patronage, Service quality and Price/cost


IJTSRD45078
Volume-5 | Issue-5, August 2021
1281-1289
IJTSRD | www.ijtsrd.com | E-ISSN 2456-6470
Copyright © 2019 by author(s) and International Journal of Trend in Scientific Research and Development Journal. This is an Open Access article distributed under the terms of the Creative Commons Attribution License (CC BY 4.0) (http://creativecommons.org/licenses/by/4.0)

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